Tags: customer-journey*

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  1. Are you a visual person? Looking for some deeper insights into what your visitors are doing on your website? Want to boost your conversions, but not sure where to start? A heatmapping tool might just be your answer! Heatmapping tools are great for tracking user behaviour patterns on specific pages of your website and are actually quite easy to use.

    Read the article for more information.
    https://mopinion.com/heatmapping-tools-you-might-want-to-try/
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  2. If you’ve ever worked in the service industry I’m sure the chant “the customer is always right” still rings in your head. Customer service and the customer journey are not new concepts. However, the medium that customer service is carried out through today is new. With the eruption and growth of the internet over the past 20 years – the entire customer journey has been rewritten – no matter how long you’ve been in business or what industry you’re in. As the way we do business evolved, the customer experience evolved with it. But why has it been so difficult for businesses to transition?
    https://mopinion.com/why-the-customer-experience-should-be-your-main-focus-this-year/
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  3. When you hear the term “intelligence”, some of the first things that leap to mind include super-secret governmental reconnaissance and AI (artificial intelligence) technology. Although CI (customer intelligence) seems like a completely different story, it bears a little bit of resemblance to the former, in a benign sense, and leverages the power of the latter as machine learning algorithms come into play.

    CI meaning boils down to harvesting and analyzing information about customer behavior. It sheds light on the whys and wherefores regarding the events and trends in a company’s consumer ecosystem in order to provide the business with actionable insights for more effective CX strategies. Importantly, this concept isn’t only about collecting the relevant data, but it’s also about harnessing that information to understand the customer’s needs, introduce improvements, and derive better results.
    https://smartercx.com/ci-meaning-insights-into-customer-intelligence/
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  4. According to McKinsey, 75% of online customers expect service within 5 minutes – and successfully delivering that requires an effective technology foundation. The right CX platform is a critical part of that foundation. On premise, off premise, in the cloud – there are so many different options companies face when building a CX stack. Let’s take a closer look at what on premise cloud is, how it can support your CX technologies, and the steps you can take to maximize its effectiveness.
    https://smartercx.com/can-on-premise-cloud-improve-cx/
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  5. You’re overhauling your systems and looking for solutions to streamline how your business runs. Your goal is to make the jobs of your employees easier and find a way to wow your customers and improve their overall experience. You know you need a better quoting and proposal system, but you’re wondering, What is CPQ, and Is it right for me?

    Think about the last time you went to the grocery store or out to eat at a restaurant. Did you quickly check your receipt before cashing out? Most likely — consumers want to feel confident they’re paying the correct amount when purchasing goods or services. You wouldn’t want to be overcharged, and you certainly wouldn’t want to leave the building without what you ordered. The same goes for your prospects and current customers. They want the process of purchasing from you to be streamlined, and most importantly, correct. It’s important they trust your sales team’s estimates, and they understand that if a mistake does occur, it can be fixed quickly and in real time.
    https://smartercx.com/what-is-cpq-and-will-it-improve-cx/
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  6. As you think about your experience management (XM) efforts, it’s important to understand how people flow through the experiences in their lives — as customers, employees, patients, fans, citizens, students, etc. To help deepen that understanding, I’ve created a simple model, the Human Experience Cycle (HxC). As you can see in the chart below, the HxC is made up of five elements:

    Expectations: What a person anticipates will happen during an experience.
    Experiences: What actually happens to a person during an interaction.
    Perceptions: How a person views an experience based on their expectations.
    Attitudes: How someone feels about the organization.
    Behaviors: How a person choses to interact with an organization.
    https://experiencematters.blog/2019/03/20/the-human-experience-cycle/
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  7. Every industry strives to improve their customers’ experience with their products and services. Adopting a customer first strategy is therefore in many company objectives. Unfortunately it rarely goes beyond the theory in many organisations, so I decided to help out with these six suggestions.

    Hospitality is perhaps one of the most visible industries where customer satisfaction, or lack of, is quickly shared with the world. It is true that without satisfaction, customers will not return to a hotel or restaurant. And they will almost certainly share their (bad) experiences with anyone who will listen.
    http://www.customerexperienceupdate.com/?open-article-id=10519687&article-title=fundamentals-of-a-customer-first-strategy-for-every-industry&blog-domain=c3centricity.com&blog-title=c3centricity/
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  8. Survey emails are one of the best ways to get customer information straight from the source. But times are changing, and getting your customer’s attention over email is difficult. 20 years ago, when the world was just discovering the email, there wasn’t a whole lot more to do than simply sending your email. These days, we get bombarded with so many messages it’s hard to keep up with everything or know what’s worth looking at in the first place. Quite simply, your customers are overwhelmed.


    There are about 2.2 billion email users in the world and around 100 billion emails sent a day. The reality is that anyone you’re hoping to talk to has a ton of others also vying for their attention. There’s so much noise online it can be extremely difficult to get anyone’s attention. Even that of a current customer.

    In this article, we cover 5 ways to improve your survey emails. With these tips you’ll be able to cut through the noise, gain more insight, connect deeper with your customers, and start down the path towards more loyal customers.

    Read article.
    http://www.customerexperienceupdate.com/?open-article-id=10496391&article-title=survey-emails--how-to-grab-your-customer-s-attention&blog-domain=getfeedback.com&blog-title=getfeedback/
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  9. When trying to improve a customer experience, most people automatically look at the conscious, rational side of things. Do customers have to wait too long in line? Is the price too high? The selection too small? Are problems and complaints being addressed in a reasonable amount of time?

    These things are important, but they’re just one piece of the customer experience puzzle. All customer experiences also have a subconscious aspect that dramatically affects the way a customer feels about a company.

    The Hidden Customer Experience
    In more than 20 years in the customer experience field, I have learned that customer experience is based far more on emotions than on rational thought. Negative emotions like frustration and anger can destroy a customer experience, whereas positive emotions like gratitude can improve it. And while these emotions can be driven by conscious, rational factors, they are more often a result of subconscious influences.

    Read the full article.
    http://www.customerexperienceupdate.com/?open-article-id=10484880&article-title=the-customer-experience-you-didn-t-know-about&blog-domain=intouchinsight.com&blog-title=intouchinsight/
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  10. Building a great product or solution is essential, but a company won’t go very far if it can’t provide a robust customer experience. With 73 percent of clients worldwide indicating that it’s an important factor in purchasing decisions, businesses have to ensure excellent customer experience to not only meet demand but also keep up with the competition.

    Companies also need to understand that expectations and demands are high. People care about having access to instant, consistent, and contextual conversations with customer support teams across several channels. As such, it’s imperative that they’re available on channels customers already trust and enjoy.
    https://www.techinasia.com/rules-modern-customer-experience-game/
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Mopinion is a proud sponsor of Customer Experience News. The voice of the online customer is taking on an increasingly important role when it comes to improving websites and apps. So web analysts and digital marketeers are making more and more use of Customer Experience Tools in order to collect experience for the customer. Mopinion takes it one step further and offers a solution to analyse and visualise Customer Experience results from your websites and apps wherever you need them. The real challenge for companies is not about capturing Experience, it is about how to make sense of the data.